How it works
Four steps, and you can see where yours is.
Support requests are handled through a ticket system rather than scattered across texts and emails. Here is exactly what happens after you get in touch.
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Submit a request
You describe the problem through our support portal, in whatever words make sense to you. A ticket is created immediately and given a reference.
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We review it
A technician reads the request, works out what is likely going on, and contacts you if anything else is needed before starting.
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We troubleshoot
We work through the issue — usually in a remote session using Microsoft Quick Assist, or by talking you through it where that is simpler.
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We confirm the fix
Once the problem is genuinely resolved, what we did is written up on the ticket and the ticket is closed.
Remote sessions
What a remote session involves
We use Microsoft Quick Assist, which is already part of Windows — there is nothing to buy and nothing unusual to install.
You start the session by entering a code we give you. You can watch everything that happens and end the session at any point. We will never ask you for your password.
If we can’t fix it
We’ll tell you honestly
Some problems need a specialist, a manufacturer, or a repair that is not worth doing. When that happens we will say so plainly.
If an issue requires specialist or higher-level support, we’ll be transparent and recommend the appropriate next step.
Get started
Ready when you are.
Submit your request and we’ll pick it up from step two.